Social Media Assistant

Job Title

• Title: Social Media Assistant
• Department: Academic Marketing
• Location: Noida

About the Role

The Social Media Assistant is responsible for performing the day-to-day tasks required to build and maintain an active social media presence for Academic Marketing. They contribute to the effective operation of Academic Marketing by undertaking a variety of housekeeping tasks and reporting, providing the first line of response to customer service issues and questions via social media, and maintaining the high quality of content required to grow our Academic social media accounts.

Key Accountabilities

• Support the day-to-day operations of the Academic social media accounts by reviewing and scheduling content: Provide quality control by reviewing all content for Academic social media accounts, ensuring that the scheduled content aligns with documented best practices. Ensure that Tower Marketers have set a defined objective for social media content, as well as associated KPIs. Ensure content is scheduled within SLAs, and that account calendars are properly spaced with a healthy amount and mix of content according to our established best practices.
• Coordinate with C&S team members, Customer Services, and Group Communications to handle customer complaints, crisis communications, and other urgent communication issues via social media: Continually monitor social media channels, ensuring customer service issues are acknowledged and handled in a timely manner. Ensure that the responses to customer complaints or issues utilize established wording where possible and that queries are handled in a timely manner. Ensure that potentially negative content is identified and handled quickly. Crisis content is identified, escalated, and/or actioned by the appropriate stakeholders.
• Work with the Tower Marketers to action responsive and last-minute content as well as content designed to increase engagement with our audience: Identify opportunities to create responsive and engaging content based on trending hashtags, conferences, and/or current conversations on academic social media. Work with Tower Marketers and C&S team members to increase overall engagement on our social media accounts.
• Help maintain documentation on social media processes; keep best practices up to date based on case studies and a data-driven approach to social media: Update best practices documentation and case studies quarterly as directed by members of the C&S team to ensure that our Teams have access to up-to-date best practice materials. Continually gather feedback on best practices and process documentation from relevant stakeholders to feedback to other members of the C&S team.
• Regularly track core metrics against KPIs, ensuring analytics and benchmark documentation are up to date: Update analytics reports monthly, ensuring that data is available for C&S team and Tower Marketers to use to make informed decisions. Highlight opportunities to improve under-performing content. Work with C&S team members to create case studies highlighting learning to improve content across different channels and accounts.

About You

• Attributes: Excellent interpersonal and communication skills, including the ability to develop strong relationships with key internal and external stakeholders. Strong editorial judgment, and English writing and language skills, including editing and copyediting. Strong time management and the ability to juggle a variety of tasks. An understanding of social media marketing.
• Experience: Experience with social management tools such as HootSuite or Sprinklr. Experience working in an international organization that operates in English. Experience communicating with a wide variety of people on a wide variety of levels. Experience with Microsoft Office, including Word, Excel, and PowerPoint. Experience in social media for business, focusing on Twitter, Facebook, and LinkedIn.
• Education: Bachelor’s degree or equivalent work experience.

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